Head of Operations

Job description

Head of Operations – Totalstay™ Location: Head Office, Sea Point (Cape Town) Reports to: Chief of Staff At Totalstay™ , we’re not just in hospitality — we’re shaping its future. Over the last decade, we’ve redefined what it means to stay local, building one of South Africa’s most dynamic aparthotel brands. With over 700+ keys across multiple properties, we blend design‑forward spaces, technology, and unforgettable guest experiences to create stays worth telling stories about. Stay for the story. Shape the brand. Make your mark. About the Role We’re seeking a Head of Operations to lead the operational strategy and execution across our growing aparthotel portfolio. This is a pivotal leadership role, responsible for ensuring operational excellence, driving efficiency, and building scalable processes that support rapid growth. This position is hands‑on: you’ll work closely with property managers on the ground, oversee asset management, and ensure that revenue metrics such as Occupancy , ADR , and RevPAR are understood and optimized across the portfolio. You’ll partner with owners and asset management companies, align operations with client expectations, and leverage technology and automation to streamline processes in an AI‑forward environment. Key Responsibilities Revenue Focus : Monitor and interpret occupancy, ADR, and RevPAR to ensure operational decisions support revenue growth. Leadership & Team Development : Lead, mentor, and grow a team consisting of a Senior Operations Manager and Coordinators, fostering collaboration and professional growth. Operational Oversight : Ensure smooth day‑to‑day operations across all aparthotels, balancing efficiency with guest satisfaction. Asset Management : Oversee stock, inventory, linen, and property assets to maintain operational readiness and cost control. Tech & Automation : Drive adoption of AI‑forward systems and automation tools to improve efficiency and scalability. Process Building : Design and implement operational processes that scale with Totalstay’s rapid growth. Stakeholder Relations : Collaborate with owners and asset management companies, ensuring transparency and alignment. Budget & Financial Reporting : Manage operational budgets and reporting, working with P&Ls received monthly in hindsight and formulating client budgets accordingly. Quality Assurance : Maintain high service standards through inspections and compliance checks. Guest Experience : Champion guest satisfaction, oversee escalated issues, and implement initiatives to elevate the guest journey. Compliance & Risk : Guarantee adherence to regulatory requirements and implement proactive risk management strategies. Reporting & Analysis : Deliver detailed reports on performance metrics, guest feedback, and financial indicators, using data to drive improvements. Crisis Management : Lead responses to operational challenges, ensuring minimal disruption and effective resolution. What We’re Looking For Bachelor’s degree in Hospitality Management, Business Administration, or related field. 5+ years of operations management experience, ideally within hospitality. Proven leadership and team management skills with a track record of building high‑performing teams. Strong analytical and problem‑solving abilities, with a data‑driven mindset. Excellent communication and interpersonal skills, able to influence at all levels. Proficiency in operational and project management tools. Comfort with AI systems, automation, and tech‑forward operations. Ability to thrive in a dynamic, fast‑paced environment while maintaining composure under pressure. Why Join Us At Totalstay, your leadership will directly shape the guest experience and operational success of one of South Africa’s most exciting hospitality brands. We offer: Competitive salary package tailored to your expertise. Opportunities for career growth within an innovative, inclusive culture.